EmployBridge
About EmployBridge
EmployBridge (EB) is the biggest industrial staffing firm in the US, with a workforce of 400,000+ associates.
Since EB needs a pool of qualified workers they can place across a breadth of industries, EB never stops recruiting and vets candidates through a rigorous screening process involving skills testing, interviews and background checks.
Objective
Agents at 3 centralized call centers help 400+ EB branches across the country recruit, screen and book job interviews.
When EB approached us, branch and call center staff collaborated using Microsoft CRM, OneNote and third-party platforms. This disjointed workstream put company data at risk and resulted in duplicative efforts and mix-ups.
Call center agents and branch staff needed a tool to manage the interview-scheduling process.
My Role
UX Research & Design Lead—Extensive field research to deeply understand current-state scheduling procedures and users’ daily routines in order to propose and design a new, integrated workstream that helps EB screen 50k+ weekly applicants and book interviews with qualified candidates.
Discovery
Our first step was to become deeply familiar with the existing workstreams, from top-to-bottom. How do branches and call center staff currently work together to coordinate recruiting, screening and interview booking? How well is the job getting done?
User Interviews & Contextual Inquiry
Conducted 20 in-depth interviews and shadow sessions with users from the call center and branches. Directly observed scheduling procedures, having users explain the process in real time. Listened in on live scheduling and screening calls via phone splitter.
Analytics Audit
Analyzed data to define a baseline and gauge volume/frequency of booked interviews captured in CRM, cross-checking against survey/interview findings. Found major gaps between scheduling stats posted in Google Sheets compared to data entered in CRM.
Survey
Since branches have varying interview prerequisites and processes, I devised and disseminated a branch survey to identify shared priorities and concerns.
Understanding the current state
Branches post their schedule of time slots in a Google Sheet for call center agents to populate with booked interviews.
Each branch has a slightly different spreadsheet format.
One inadvertent click or keystroke can erase an entire month of bookings.
Mapping the current state
Once we deeply understood how scheduling was currently being handled, we documented the workstreams in journey maps.
Branch Workstream
Call Center Workstream